Key skills
HTMLCSSSQLJavaScriptLiquidTypeScriptWebhooksREST APIsAPI DocumentationIncident ManagementMarTechAdTechCustomer CommunicationPrioritizationAIJiraCommunicationProblem SolvingCustomer Success
About this role
Attentive is an AI marketing platform focused on 1:1 personalization, enabling brands to connect with customers through a unified approach to communication. The Support Engineer role involves working directly with customers and the Customer Success team to address technical needs and ensure effective use of Attentive's technology.
Responsibilities:
- Communicate with customers via Zendesk, JIRA, or scheduled calls to best understand and identify customer issues and your role in addressing them
- Serve as a technical point of contact support resource for Customer Success to drive the resolution of technical requests, involving: Translate customer feedback to engineering action, leveraging proper escalation routes to manage internal and external stakeholders’ expectations
- Work cross functionally across Customer Success, Product and Engineering to triage and mitigate issues - including site event incidents
- Creatively problem solve to develop strategic, reusable solutions
- Identify bugs and effectively escalate to the appropriate internal parties
Requirements:
- Affinity for problem solving and crafting innovative, reusable solutions
- Possess high level of emotional intelligence, handling difficult situations with empathy and professionalism
- Exceptional direct customer communication, organization, prioritization, and time-management skills in a fast-paced and demanding environment
- Experienced in handling incidents and internal communications both within and outside of (on-call) business hours
- Willingness to adapt when needed and step out of your comfort zone to try/learn new things
- Advanced ability to communicate and collaborate with cross-departmental partners and stakeholders
- Detail oriented and accuracy obsessed in a dynamic and fast-paced environment
- Strong written and verbal communication skills; ability to explain technical concepts to non-technical people and communicate urgency in tickets and live conversations
- A critical thinker with the ability to logically and methodically investigate and problem-solve
- Code Aptitude: A strong understanding of HTML/CSS and SQL required; familiarity with at least one programming or scripting language, such as JavaScript, Liquid, or TypeScript is preferred
- Familiarity with Webhooks, REST APIs, and API documentation
- BS/BA Degree or equivalent
- Experience in MarTech/AdTech or a technical service environment